background image

Juniper Care Plus – Service Description Document – October 2010 

 

  Ability to pull EOL/EOS/EOE reports automatically that matches the End User’s current deployed 

network inventory. Reports showing all EOL’ed Product including quantities of each and status per 
device. 

 

Ability to choose device(s) and see EOL/EOS/EOE milestone dates for individual Field Replaceable 
Units (FRUs). The Products approaching EOL are flagged and corresponding replacement part 
numbers are shown. 

 

Ability to view Microsoft Excel reports for network planning purposes. 

 

Ability to receive emails with Excel reports attached. 

 Availability 

of 

Juniper 

Networks resources to answer the End User’s follow up questions.  

 

Availability of Juniper Networks resources to provide quarterly follow-up with the End User during the 
Service Manager Quarterly Business Review meeting). 
 

The intelligent reports above are generated based on information collected through Service Now from Products on 
the End User’s network. When reports are completed by Juniper Networks engineers, it is automatically sent 
through Service Insight. The following diagram illustrates the data flow from End User to Juniper Networks:  

 

 

Junos Space

Bug DB

EOL/EOS DB

Juniper Backend 
Support System

Show matching PR’s
Show EOL status

Service Insight

Service Now and Service Insight are required to deliver the services above and the service supports JUNOS 
Product only. 

 

3.4. Training Credits and Webcasts 

This feature provides End Users with access to webcasts and also a limited number of Juniper Networks Training 
Credits (JTCs) that can be used to gain access any publicly available open enrolment instructor-led and E-
Learning courses at Juniper Networks Education Centers or any participating Juniper Networks Authorized 
Education Center (JNAEC) worldwide, private or onsite training and certification exam vouchers. The deliverables 
consist of:  

 

Provide invitation to monthly informational webcast sessions delivered by Juniper Networks product and 
support subject matter expert on leading practices in product usage and troubleshooting.  

 

Provide Juniper Networks Training Credits (JTCs) to assist End Users in keeping pace with the rapidly 
changing technologies through training programs that build their technical networking expertise. Juniper 
Networks Training Credits provide a convenient and easy way to get the top-quality training to optimize 
their Juniper Networks investment. Juniper Networks Education Services delivers the knowledge End 

990332 – October 2010 

Juniper Networks, Inc. 

Page 5 of 10 

 

Содержание JUNIPER CARE PLUS - SERVICE DESCRIPTION DOCUMENT 10-2010

Страница 1: ...2 2 Eligibility and Purchasing 2 3 Service Features and Deliverable Description 2 3 1 Service Manager 2 3 2 Expert to Expert Access 3 3 3 Service Insight 3 3 4 Training Credits and Webcasts 5 3 5 Cons...

Страница 2: ...er Networks products under Juniper Care Support Services contract and who register with the Juniper Networks Customer Service Center CSC The Services cover only Juniper Networks products for which End...

Страница 3: ...to identify repeat tactical hardware software or operational issues Coordinate with Juniper Networks support organizations and the End User to identify corrective actions on the products and make tra...

Страница 4: ...Manager Quarterly Business Review meeting Service Insight will provide notification on Critical and Major bugs that meet the following criteria 1 Have a Workaround Service Restoration OR 2 Are fixed...

Страница 5: ...os Space Bug DB EOL EOS DB Juniper Backend Support System Show matching PR s Show EOL status Service Insight Service Now and Service Insight are required to deliver the services above and the service...

Страница 6: ...such change shall have no effect on Consulting Services Offerings that an End User has ordered prior to the effective date of such change The End User can choose from a menu of pre set services that...

Страница 7: ...experts before making changes to the network Number of Consulting Credits required 5 Credits Feature Rollout and Change Review Juniper Networks Feature Rollout and Change Review service provides consu...

Страница 8: ...provide recommended actions or workarounds to help the End User minimize the risk and improve their network performance Number of Consulting Credits required for one time Product Health Check 5 Credi...

Страница 9: ...that the End User s employees interfacing with Juniper End User Support Teams may be required to undergo the Juniper recommended training conducted by Juniper or Juniper Networks Authorized Education...

Страница 10: ...services purchased and in use by the End User Services shall be delivered remotely from an authorized Juniper location unless stated otherwise End User named contacts who can open cases with Expert to...

Отзывы: